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Freshdesk

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  • 3,986 Topics
  • 10,521 Replies

3986 Topics

M
Apprentice
michael.schulmanApprentice
posted in Freshdesk

Ability to specify optional fields/additional field attributes in the API endpoint

We've been manually exporting data from the front-end and analysing ticket and agent performance based on various time-based data as well as SLA and status data. As the dataset has grown, this process has become impractical.I've been exploring the API V2 and find that it's quite restrictive in terms of the ticket fields on offer. More specifically, it excludes the following fields from the GET request for all tickets: - Resolved time- Closed time- Resolution status (within SLA or not)- First response status (within SLA or not)For us, and most likely many of your clients, these field are essential to our reporting efforts.I understand that including all fields currently available in the front-end export, in the API response may carry a large performance over-head on your side.However, It would be very useful to be able to specify additional/optional ticket fields to include in the GET request (perhaps you could limit it too a certain number of optional fields).Looking forward to your re

5
M
Community Debut
6 years ago
V
Contributor
vinnie.burtonshawContributor
posted in Freshdesk

Customer Approval

We work with a number of customers who need approval from their line manager before we are allowed to work on the tickets.Is there a way to allow specific non-agent users to mark a ticket as approved?

7
V
Contributor
6 years ago
E
Apprentice
emilie.bcApprentice
posted in Freshdesk

Customers not receiving responses to their tickets

We have been having a re-occurring problem with our customers never receiving our responses, even though we can see on our end that we have responded. Has anyone else had this issue? It's really bad for us because then they go on our social media and complain about being ignored. Is there anything we should look into or do to make sure that customers receive a response?

12
S
Contributor
6 years ago
M
Apprentice
megansue208Apprentice
posted in Freshdesk

Android google device

Android device will sync all contacts.

1
R
Contributor
6 years ago
P
Contributor
phil_14691Contributor
posted in Freshdesk

How do I prevent forum posts raising tickets ?

I've recently enabled user forums on my site, and I notice that whenever someone posts, it raises a ticket. This is really annoying. Is there any way to disable this ?

1
sajesh.krishnadas
Contributor
6 years ago
S
Apprentice
shailesh.gohilApprentice
posted in Freshdesk

Test

I testing app

0
S
Apprentice
6 years ago
M
Apprentice
mikelowApprentice
posted in Freshdesk

Saving changes to email notifications is not working

Hi, I'm trying to change email notification settings at Admin > Helpdesk Productivity > Email Notifications. When changing the slider on/off for any notification, the change is not saved when reloading the page. The ajax call in the background returns {"success":false,"msg":"An internal error occured.  Please contact support."}, Clicking Edit > Save also shows the message "An internal error occured. Please contact support." Any suggestions? Thanks for your help.

2
aravind.sundararajan
Skilled Expert
6 years ago
D
Apprentice
dalterApprentice
posted in Freshdesk

Checking the status of sent e-mails

We have some customers/clients reporting that they are not receiving our ticket updates via e-mail every once in a while.  It's very possible they have some sort of spam filter catching the message but I wanted to know if there was somewhere we could verify that the message was sent from the Freshdesk system successfully? Is there any sort of log or "sent message" list we can review?

2
A
Contributor
6 years ago
T
Contributor
thanos.massiasContributor
posted in Freshdesk

Direct link to requestor edit page

<div id="edit_requester_link"></div> <script type="text/javascript"> jQuery('#edit_requester_link').closest('.widget').removeClass('widget'); jQuery(document).ready(function() { if (jQuery("div#contact_info_default div#requester-details-info img.thumb").length) { jQuery("div#contact_info_default div#requester-details-info img.thumb").wrap(jQuery('<a>', { target: jQuery('div#requester-details-info div.user_name a').attr('href').replace(/\//g, '_'), title: ' Edit user ' + jQuery('div#requester-details-info div.user_name a').html() + ' ', href: jQuery('div#requester-details-info div.user_name a').attr('href') + '/edit' })); } if (jQuery("div#requester_info div#requester-details-info div.preview_pic").length) { jQuery("div#requester_info div#requester-details-info div.preview_pic").wrapInner(jQuery('<a>', { target: jQuery('div#requester-details-info div.user_name a').attr('href').r

3
T
Contributor
6 years ago
T
Apprentice
timhApprentice
posted in Freshdesk

Customers randomly stop getting our Helpdesk emails

 This has been happening randomly since the email change a while back, but it is now to the point where we are probably going to just cancel our service with you. What happens is, a customer's email blocks an email from Freshdesk one time, then Freshdesk puts them on some kind of 'bounce list' and no longer attempts to email the customer. This means that even after the customer's email system has white listed Freshdesk, they cannot receive any communication from us until we contact Freshdesk to have their email allowed again. The big problem (and this is beyond insane), is that your system does not alert us that it's not delivering our messages to the customer. This means that our customers simply receive none of our answers to their helpdesk ticket, and we have no idea they are not getting the replies. We nearly lost a customer due to this!! Let me make it very clear, we were considering legal action against your company if we had lost this customer. You cannot have a system that simp

13
A
Contributor
6 years ago
F
Apprentice
freitas_fabioApprentice
posted in Freshdesk

Can i update a ticket "reply_cc_mails"?

When i try to update a ticket sending an array of emails for "reply_cc_emails" index it returns "errors:[{field: "reply_cc_emails", message: "Unexpected/invalid field in request", code: "invalid_field"}]"I would like to know if it's possible by API.Thanks,

1
aravind.sundararajan
Skilled Expert
6 years ago
A
Contributor
alice.phantomContributor
posted in Freshdesk

liquid variables reference

 Is there any liquid variables reference for Freshdesk? I mean like this one for Shopify https://help.shopify.com/themes/liquid/objects/customer#customer-has_account. Couldn't find it so far. Thanks!

5
A
Contributor
6 years ago
J
Apprentice
j.fergerApprentice
posted in Freshdesk

response to a forwarded email

 Hallo again ;-) a response to a forwarded email created a new ticket. is it possible to assign them to the main ticket? sorry, my english is bad ;( Thank you!

1
anirudh.narasimhan
Contributor
6 years ago
A
Contributor
alice.phantomContributor
posted in Freshdesk

Media queries working only for logged in users

 Hi, there's an incredible phenomenon going on: the media queries I added in the custom stylesheets works only for logged in user. If I logout they are not there anymore. Is it a known issue of some sort? I cleaned the cache many times and checked also on other computers.

1
A
Contributor
6 years ago
K
Apprentice
keyurjoshi7Apprentice
posted in Freshdesk

Ticket Creation API returns Error

It was working find few days back. Today I encountered that it returned the error as -- {"description":"Validation failed","errors":[{"field":"person","message":"It should be one of these values: 'First Person,Second Person,Third Persson,fourth Person,Fifth'","code":"missing_field"}]} -- The same code had worked earlier. I even tried with sample code on api documentation from fiddler & received the same error. Can somebody look into this? The fiddler query was --- POST https://<myDomain>.freshdesk.com/api/v2/tickets HTTP/1.1Content-Type: application/jsonAuthorization: Basic Base64Encode(APIKey:X)Host: mydomain.freshdesk.comContent-Length: 196{ "description": "Details about the issue...", "subject": "Support Needed...", "email": "tom@outerspace.com", "priority": 1, "status": 2, "cc_emails": ["ram@freshdesk.com","diana@freshdesk.com"] } ---

1
S
Community Debut
6 years ago
A
Contributor
alice.phantomContributor
posted in Freshdesk

search not working well

 Hi, even if I search a term that is part of a solution title I get no search results. How does the search work and can I improve it with some settings? N.B.: my clients want the visitors to search only the solutions articles, not the tickets. Thanks!

1
M
Contributor
6 years ago
T
Contributor
thanos.massiasContributor
posted in Freshdesk

None agent changed to Event Performing Agent in rules

I just saw that when I have selected the None agent in rules my selection is replaced with Event Performing Agent. This applies to existing rules ( they have changed even though I did not save any changes to them ) and new rules alike. Despite what I see in my browser, it seems that the rule is working correctly ( i.e. that actually the None agent is set and this is a miss-representation issue ) but I am not completely sure about that.

3
T
Contributor
6 years ago
T
Contributor
thomas_14681Contributor
posted in Freshdesk

Search function not working

I just want to report that search functionality is not working. Currently we have Garden subscription and I have tried putting in some dummy text and still not getting some results in the search function. Kindly see attached screenshots. Hope you can fixed this issue as soon as possible. Thanks Kind Regards, Thomas

3
H
Contributor
6 years ago
D
Contributor
david.barrettContributor
posted in Freshdesk

Search Functionality Not Working Currently

HiIt appears we cannot use the search functionality right now, is this a known issue?All we get is the spinner with no resultsKind RegardsDavid

1
T
Contributor
6 years ago
T
Contributor
thanos.massiasContributor
posted in Freshdesk

Edit button in ticket toolbar

Place an extra Edit button to the ticket toolbar ( so you don't have to open the more menu ): <div id="edit_ticket_toolbar"></div> <script type="text/javascript"> jQuery('#edit_ticket_toolbar').closest('.widget').removeClass('widget'); // Hide widget from sidebar jQuery(document).on("ticket_view_loaded", function(event, data) { var obj_target = jQuery('#watcher_toggle').parent(); jQuery('<li class="ticket-btns"><a class="btn tooltip" id="edit_ticket_btn_toolbar" title="Edit" href="/helpdesk/tickets/{{ticket.id}}/edit">Edit</a></li>').insertBefore(obj_target); }); </script>  

5
T
Contributor
6 years ago
L
Contributor
luisContributor
posted in Freshdesk

SPAM on Forums

There are dozens of SPAM articles or messages created within our Forum everyday. This is very annoying for us as we need to keep clearing the forum everyday, but it is even more annoying to our real customer who are actually using the forums.These type of SPAM messages create distrust in our customers.Is anyone else having this same problem? Any fixes?

19
S
Contributor
6 years ago
A
Contributor
ask.usContributor
posted in Freshdesk

every time customers reply a new ticket is created!!!

 hello,It seems like every time we receive a reply to a ticket a new ticket is created, this realy defeats the purpose of the help desk.Have we set something up incorrectly??? How can this be avoided.thanksSteve

16
S
Contributor
6 years ago
T
Apprentice
toriApprentice
posted in Freshdesk

Forum New Topic Notification?

Is there a way to set it so that new topics posted to our forums provide some sort of notification to an assigned group?  It seems like this should be a feature, but I can't find it.

4
S
Contributor
6 years ago
J
Contributor
johannes.riebleContributor
posted in Freshdesk

ClickBank App

We would love to see a ClickBank App developed for Freshdesk.  As a major payment processor ClickBank has more than 6 Mio. clients and distributes in 190 countries (see Wikipedia). A Freshdesk app for ClickBank would be very helpful in seeing all purchases of our customers and manage refunds straight from Freshdesk.

0
J
Contributor
6 years ago
J
Apprentice
jprajakta12Apprentice
posted in Freshdesk

Duplicate ticket creation

 Whenever customer sends mail for the ticket creation,Freshdesk creating the 2 ticket for the one problem

12
S
Contributor
6 years ago

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